Facing Up to the Feedback

National congressional reporter Jonathan Weisman "never" reads comments posted on the Post Web site, but he almost always reads e-mails, as do most reporters I know. "If they're polite, I want to respond when I can. Sometimes I will respond to very abusive ones with a very polite reply that says, 'I would like to know how your mother would respond to this.' " Often, reporters say, angry e-mailers are surprised by a response and are apologetic.

Weisman admits he committed a blunder when he replied with an obscenity to a nasty e-mail. Of course, "it showed up on every Web site, and I was taken to task by the executive editor. I was wrong; it was a foolish mistake."

Business columnist Steve Pearlstein said that when he makes a mistake, "it is invariably the e-mailers who are the first to point it out. I particularly look forward to the short, biting, irreverent e-mails that are negative or critical. They not only keep me on my toes but remind me to keep those qualities in my own columnizing."

Post subscribers tend to be the most thoughtful responders. About 700 attended a recent Post Points gathering at the paper to meet editors, reporters and columnists, and it was good to be reminded that not all readers are angry.

In fact, readers do compliment stories, and, bless them, they offer tips that turn into good articles. Thousands praised The Post for the Walter Reed series. Readers almost always respond with compassion to stories of people down on their luck; they offer money, rent, groceries. And journalists shouldn't forget that.

Deborah Howell can be reached at 202-334-7582 or atombudsman@washpost.com.